A Practical Approach to Service Recovery
Designed to help service personnel grasp the importance of service recovery, this workshop facilitates the application of effective service recovery steps. It also equips participants with the ability to manage customers' wants and expectations during service breakdowns and focuses on the identification of micro-skills to work out effective service recovery.

Key Benefits
• Understand the concepts and principles of service recovery
• Learn how to use service recovery as a competitive tool
• Learn powerful tools and techniques for managing difficult customers
• Learn how to handle crisis situations and service breakdowns
• Learn how to win back customers after a service recovery situation

Course Content
• Understanding Service Recovery
  - Service Recovery and Your Business
  - Beating the Competition
  - Creating the Competitive Edge
• Service Recovery Steps
• Managing Your Customers
  - Applying the Dos and Don'ts in Service Recovery
  - Handling Customers' Complaints and Objections
  - Handling Customers Who Are Dissatisfied with Your Service
• Applying Micro-Skills in Service Recovery
  - Listening
  - Communicating
  - Conveying Empathetic Concerns
  - Gaining and Winning Customers' Goodwill

Learning Methodology
Interactive methodologies such as role-plays and case studies will be used to provide participants with many opportunities to demonstrate their knowledge, learning and skills.

Who Should Attend
Frontline Personnel such as Customer Service Officers, Receptionists, Bank Tellers, Sales Support, Operations Support and those who have direct dealings with customers.

Course Details
Duration: 2 days (14 hrs)
Time: 9am - 5pm

(Available as a customised in-company programme only.)